Bank accounts Best banks for customer satisfaction

How bank account providers score for customer service

We ask bank account customers to rate how satisfied they are with their current account provider, the table below reveals the best and the worst banks for customer service. To find out which bank accounts are Which? Recommended Providers see our tables.

We also compare the best bank accounts if you stay in credit and the best bank accounts for authorised overdrafts. 

Customer satisfaction for banking
ProviderCustomer serviceClarity of statementsDealing with queries and complaintsService in branchTelephone serviceInternet serviceCustomer Score
First Direct83%
Marks and Spencer Bankn/an/a73%
Metro Bankn/a73%
TSB Bank65%
Yorkshire Bank61%
Co-operative Bank60%
Lloyds Bank59%
Clydesdale Bank59%
Barclays Bank57%
Bank of Ireland56%
Danske Bankn/a55%
Norwich & Peterborough BSn/a55%
Tesco Bankn/an/an/a55%
Bank of Scotland54%
Royal Bank of Scotland53%
Ulster Bankn/an/a47%
Average Customer Satisfaction Scoren/an/an/an/an/an/a62%

Table notes:
n/a = sample size too small
Average overall customer satisfaction score is 62%
Sample sizes: First Direct (293), Marks & Spencer Bank (40), Metro Bank (34), Nationwide BS (683), Santander (658), TSB (300), Halifax (612), Yorkshire Bank (121), Smile (61), NatWest (647), Co-operative Bank (265), Lloyds Bank (654), Clydesdale Bank (80), Barclays Bank (653), Bank of Ireland (41), Danske Bank (34), Norwich & Peterborough BS (40), Tesco Bank (44), HSBC (629), Bank of Scotland (173), Royal Bank of Scotland (300), Ulster Bank (42).  Total sample size: 6,608

Our research

Customer scores are based on a survey of an online panel of respondents from the general public, who were invited to take part in the bank account customer satisfaction survey - during February 2015. The final sample size was 6,608.

Overall customer scores are worked out using a combination of overall satisfaction and how likely the respondents are to recommend their bank to a friend. Companies need at least 30 responses to be given a rating.

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